Inspection on 31/01/07 for Lord Harris Court

This inspection was carried out on 31st January 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Lord Harris Court 31/01/09

Lord Harris Court 30/06/06

Lord Harris Court 17/01/06

Lord Harris Court 02/08/05

Lord Harris Court 22/02/05

Lord Harris Court 05/07/04

Lord Harris Court 20/01/04

Similar services:

St Vincents

The Cotswold Home

Newbeech House

Winton House

Rush Court

Hillyfield Rest Home

The Maypole Nursing Centre

The Briars

Extracts from inspection reports are licensed from CQC, this page was updated on 09/07/2008.

CARE HOMES FOR OLDER PEOPLE Lord Harris Court Mole Road Sindlesham Wokingham Berkshire RG41 5EA Lead Inspector Sandra Grainge Unannounced Inspection 31st January 2007 09:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Lord Harris Court Address Mole Road Sindlesham Wokingham Berkshire RG41 5EA 0118 978 7496 Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) www.rmbi.org.uk Royal Masonic Benevolent Institution Miss Elizabeth MacIntyre Hunter Fleming Care Home 90 Category(ies) of Old age, not falling within any other category registration, with number (90), Physical disability (1) of places Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 30th June 2006 Brief Description of the Service: Lord Harris Court is a Royal Masonic Benevolent Institution Home that provides accommodation and care for up to ninety Service Users over the age of sixty years, of which up to forty-four may require nursing care. Lord Harris Court is situated in Sindlesham and is close to local shops, supermarkets and a train station. There is an in-house shop one day a week, and the home provides transport to venues in the local area. The accommodation is situated over three floors; Nursing care is provided on the ground floor in the Charles Wilkinson wing. All eighty single bedrooms and five double rooms meet the minimum size requirements and have ensuite facilities. There are two shaft lifts in the property, two give access to the first floors, one lift continues to the second floor. Three large lounges are available for the Service Users and their visitors to use. A joint dining room and lounge area is provided in the nursing wing and everyone else uses a large main dining room on the ground floor. The home has a wide-ranging activity programme; in addition there is a hairdressing salon and a library with computer services. The large gardens are attractively landscaped and wheelchair users enjoy use of the pathways and seating. Ample parking facilities are available on site for Service Users, staff and visitors. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This is the report of an unannounced key site visit that was carried out over two days by a locum Inspector. There were 85 Service users receiving care in the home during this time. The Registered Manager was away on annual leave, but the deputy and assistant managers provided additional information and escorted the Inspector on a tour of the premises. Prior to the visit the service record was reviewed and pre inspection data supplied by the Registered Manger was included. The report contains the comments made by the five service users and their relatives who returned the “Have your say” questionnaires to CSCI. In addition one medical practitioner returned a favourable survey. The Inspector spoke to as many Service Users and their relatives as possible during the visits and interviewed staff as part of the case tracking process. On 10.01.07 the scale of charges was: - £482 (band 1) -- £750 (band 3) per week. What the service does well: Lord Harris Court provides comfortable well-furnished accommodation in a large building that offers a wide range of leisure and occupational activities. The attractive gardens are landscaped and include walkways, seating, good planting and wildlife areas that are very much appreciated by the Service Users. The care is well planned and a keyworker system is in operation. Service Users and their relatives were pleased with the care given, especially by the permanent staff. The procedure for admission to the home is clear and all those asked felt that they had received comprehensive helpful information about the service. A prospective Service User was visiting during the Inspector’s visit and the member of staff giving a tour of the property was heard to be very helpful and considerate. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better: The Registered Individual is still seeking a satisfactory system for Quality Assurance to operate throughout the organisation. In Lord Harris Court Service Users’ meetings are regularly held and minutes are kept for action. Service Users reported that they are not satisfied with the use of agency staff who do not know them or the building. At the time of the inspection visits the building was clean and odour free, however, there is still a lack of cleaning staff at weekends and on the residential wings breakfast meal trays were outside bedrooms waiting for collection at three o’clock. The nursing wing lounge /dining area is due for refurbishment to bring it to the standard of the main dining area and lounges. One bathroom contains a bath with a chipped surface and several bathrooms were found to have exposed pipe work fitted with potentially hazardous earthing wires. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 7 Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1-5. Standard 6 does not apply to this service. 1-6. Quality in this outcome area is good. Service Users and their representatives have the information needed to choose a home that meets their needs. They have their needs assessed and a contract which tells them about the service that they will receive. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Potential Service Users are supplied with an up to date Statement of Purpose and Service User guide that give information about Lord Harris Court. Existing Service Users all confirmed in the returned surveys that they had been given support and enough information about the home to enable them to make a choice. This was illustrated during the Inspector’s visit as a member of staff showed an interested family around the home; it was done in a very helpful and clear way. The service aims to treat those who are eligible for care with dignity, respect and to allow risk as part of independent living. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 10 Each Service User has a comprehensive assessment of their needs and an agreed plan of care for the service to meet those needs. Plans include meeting the needs and preferences of those who may be part of a minority group or have a disability with equality and respect. Unplanned admissions are not made and the service does not provide care for those who need planned intermediate care. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9,10 and 11. Quality in this outcome area is good. Heath and personal care received by a Service User is based on their needs. Principles of respect, dignity and privacy are practiced. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Each Service User has a plan of care that is generated by their assessment of need. The assessments sampled for case tracking were comprehensive and followed clinical guidelines. For nursing care the assessments included pressure area risk, nutritional status, continence management, and risk of falls. Clear instructions for staff to give care are included. Plans are reviewed regularly and those inspected were up to date. Service Users are involved in their care planning. Staff support Service Users to have access to NHS services and referrals are made for specialist medical and nursing care when needed. A well-planned Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 12 medical room is provided for use by visiting members of the community health care team. There are facilities in the home for Service Users to be responsible for the storage and administration of their own medication when they wish and are able. Staff provide support and assistance. There is an updated record system in place of all medication received, administered and leaving the home. Medicine is stored and handled in accordance with requirements. The drug fridge temperature was monitored as required following the previous inspection. A new drug fridge has been provided. A community pharmacist inspects the system regularly and found it to be satisfactory n January. Staff check with the prescribing doctor when there is a change of medication and charts are signed. Qualified nurses administer medication to those receiving nursing care and care assistants are trained to give medication to those receiving personal care. A care assistant demonstrated good practice and respect for Service Users as she gave medication at lunchtime. The records that were inspected were compete and up to date and included detail of the application of cream prescribed for a Service User. During the Inspection all staff were very careful to respect Service User privacy and dignity. This echoes the written comments of Service Users in the returned surveys. In addition Service Users told the inspector that they are pleased to receive good care as given by the permanent staff employed by the home. Two written survey forms and five Service Users during the inspection were not satisfied with care given by agency staff. They expressed concerns that the agency staff did not know their needs and were unfamiliar with the large building. Staff outlined the care and comfort that they expect to be able to provide to a Service User who is dying. Nursing care is given with awareness of recognised good practice. A visiting community nurse confirmed that there is a multidisciplinary approach to terminal care and the staff in the home arrange for specialist help when needed. New specialised nursing care beds were delivered during the course of the inspection and staff were already using more advanced moving and handling equipment that was more flexible and comfortable for ill Service Users. A chapel is provided in the building for use for services or as a place for quiet and prayer. A Chaplin visits regularly and staff are aware that Service Users may have spiritual needs to fulfil. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15, Quality in this outcome area is good. Service Users have a choice of lifestyle with opportunities for social, cultural and recreational activities. A varied diet is offered and Service Users are pleased with the improvements in menu and service. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Service Users reported in the returned surveys and again during the inspection visits that the lifestyle offered in Lord Harris Court matches their expectation and gives them a wide range of leisure opportunities. Everyone who spoke to the Inspector praised the work of the activity organisers. Service Users are able to maintain contact with family friends and local community as they wish. There is space in the building to offer Service Users the opportunity to meet friends in private and to accommodate family gatherings and celebrations. One relative wrote, “This is the best care home I’ve even seen. Staff are so friendly and helpful. A joy to visit.” There has been dissatisfaction with the food and service in the past. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 14 The Responsible Individual was required to consult with Service Users to review the quality of food provided by the home. Since the last inspection this has taken place. The returned surveys all reported that the food had improved. One said, “the choice is good and sometimes the food is outstandingly good”. Service Users have meetings with the catering staff to plan menus and to make comments on the food. Each day the chef seeks comments in the dining rooms and tries to plan liked, interesting menus. An environmental health inspection had taken place on the previous day; the outcome was good, the only action needed was improvement of a door fly screen. It was noticed that Service Users had a jug of water and glass provided in their bedrooms and as required after the previous inspection they have access to fluids at all times. Those who are unwell have meals in their bedroom; many of the other Service Users choose to have breakfast on a tray in their bedroom. By three o clock two of these trays had not been collected from the corridor outside bedrooms. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16, 17, and 18, Quality in this outcome area is good. The complaints system has been reviewed; it is now clear, effective and provides Service Users with a response that satisfies them. Service Users are safeguarded from abuse by the employment and management procedures of the organisation. This judgement has been made using available evidence including a visit to this service. EVIDENCE: A requirement was made after the last inspection for the mechanisms for responding to Service User complaints to be robust and transparent. Management staff have reviewed the operation of the complaint response system and improved record keeping and response to Service Users. Service Users confirmed that they have a copy of the complaint procedure and know how to make a complaint or express concern. The survey responses showed that Service Users felt that staff listen to them and take appropriate action to rectify problems. This was also the view of those who spoke to the inspector. Eleven complaints have been received by the home in the last year. All have been appropriately managed and received a response within 28 days and there are none pending. A new suggestion box has been introduced for use by Service Users. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 16 Staff are given training in the safeguarding of Service Users. Individual members of staff were able to tell the Inspector the action that they would take in the event of an allegation of abuse. The rights of Service Users are at the forefront of staff action. It was clear that this is the underpinning philosophy of the service. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19,20,21,22,23,24,25 and 26 Quality in this outcome area is good. Service Users are provided with a comfortable, safe, well-maintained environment that allows them to live as independently as possible. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Lord Harris Court was built in 1972 as a care home. Over the years the building has been developed and enlarged to meet the needs of the Service Users. The building is spacious and large; it is set in its own grounds where Service Users enjoy the attractively planted and landscaped gardens that have seating and pathways. During the Inspector’s visits many Service Users and their relatives spent time enjoying the gardens. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 18 There is a programme for regular maintenance and refurbishment of all areas. Some of the nursing wing, including the lounge/ dining room, is due for refurbishment. One lounge is set-aside for those who wish to smoke. This room does not have an extractor fan and the folding partition wall allows smoke to permeate into the next lounge area. Rooms in the home meet and often exceed the minimum size requirements. Each bedroom has ensuite facilities. Some of the bathrooms have exposed pipework with metal earthing tags attached. These could be a hazard and a risk assessment should be carried out. The home has a loop system fitted in one of the lounges that helps to meet the communication needs of some of the many Service Users who are recognised to have a hearing loss. The building is adapted to meet the needs of those with a disability. One of the lifts broke last year and the Registered Manager has made thorough arrangements to assist Service Users should such a breakdown occur again. The home was warm, attractive, clean and hygienic. The cleaning and laundry staff understood the importance of hygiene and were able to demonstrate good practice to maintain the standards needed for Service User protection. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29 and, 30 Quality in this outcome area is adequate. The home has not been able to recruit sufficient numbers of staff to operate the home without the use of agency staff. Service Users praised permanent staff but were not satisfied with agency staff. They are concerned that in such a large building it is difficult for staff to become familiar with their changing needs and the operation of the service. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The numbers of care staff employed is appropriate to meet the assessed levels of Service User need. Some staff have enjoyed working in Lord Harris Court for many years and there was evidence in the returned surveys and in the comments made to the Inspector during the visit that Service Users are pleased and satisfied with the care and service given by these staff. Agency staff are necessary to make up the required staff compliment. Service Users were not satisfied with these staff. The standard of cleaning in the home had been a recent issue. Action had been taken to address this; the home was clean and odour free at the time of this visit. However, care staff are responsible for cleaning at weekends due to difficult recruitment of domestic staff. This is not satisfactory. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 20 The service has a good recruitment procedure that defines the process to be followed. It is based on equal opportunities and the safeguarding of Service Users. The records show that new staff are confirmed in post after the completion of satisfactory checks. All staff have a statement of terms and conditions. Checks are also carried out in respect of the Volunteers who assist in the home. There is a staff training and development programme in operation. During the visit the Inspector met an outside assessor who had come to verify training of staff members. She was happy to state that her organisation found the service had a responsible approach to training and gave staff support. Despite this effort only 48 of care staff hold NVQ level 2 or above. There was evidence that all staff are given an induction programme to cover mandatory training of moving and handling, first aid and fire prevention. Twenty-six members of staff, including the qualified nurses, have received training for handling and administration of medicines. Two shift leaders were observed and were able to demonstrate their competence. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 32, 33, 34, 35, 36, 37, and 38 Quality in this outcome area is good. Service Users had respect for the management team; Quality assurance is being developed by the organisation; Service User views are sought and acted upon. Health and safety of Service Users and staff is systematically addressed. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The Registered Manager is experienced and currently undertaking the registered manager’s award. She supplied data from the home prior to this visit although she was on annual leave at the time. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 22 The deputy and assistant managers were managing the service and were able to provide all necessary information. Service Users said that they feel able to talk to members of the management team and are safe in the expectation that action will be taken on their behalf. They know that there is a commitment to equal opportunities, respect and valuing diversity. After the previous inspection the Responsible Individual was required to ensure that a quality assurance system is developed which actively seeks the views of Service Users. Work on this is not due to be completed yet; there is evidence that a robust system is being considered for the whole organisation. In the meantime, the Service Users have regular minuted meetings and a suggestion box has been introduced. Only five survey forms were returned to CSCI from this large home; one Service User told the Inspector that they were offered the surveys but are weary of the task. He felt that the management hears his views and responds. The home has evidence of insurance cover and there is a business plan for the establishment. A rigorous system is in place for the management of Service User money and accounts. Staff receive two appraisals and supervision each year. Written records are kept on secure confidential files. The Registered Manager has reviewed and improved the management of fire safety within the home. All staff receive training and drills. An up to date list of Service Users in the building was available, in addition there is an indicator board. Staff are aware of those who are temporarily out of the building. No fire exists were obstructed at the times of these visits and staff were aware of their responsibility to keep exits clear. The Manager has taken action to promote the health and safety of staff and Service Users. Safe working practices are available and new manual handling equipment is being used. Kitchen hygiene has been reviewed since the last inspection; better practice is in operation, clean protective clothing is used by care staff who may need to go into the kitchen. Infection control practice is observed and the laundry staff are very aware of good practice and their responsibility. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 3 3 3 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 3 3 3 3 3 3 3 2 3 STAFFING Standard No Score 27 2 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 2 3 3 2 3 3 Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP25 Regulation 13(4) a Requirement The Registered Manager to send a plan for risk assessment and safe management of exposed metal earth tags in bathrooms. The Registered Manager to plan for recruitment and employment of more permanent care staff and for domestic staff to work at weekends in response to problems perceived by Service Users. The registered Individual to send detail of the adopted Service Quality Assurance system when this is implemented. Timescale for action 30/03/07 2 OP27 18(1)(b) 30/03/07 3 OP33 24(1) 30/09/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard OP33 Good Practice Recommendations The Registered Individual could use this service as a pilot for trial of the Quality Assurance system. Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Oxford Office Burgner House 4630 Kingsgate Oxford Business Park South Cowley, Oxford OX4 2SU National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Lord Harris Court DS0000011003.V322649.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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